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Customer Support Engineer - Campania

Job TitleCustomer Support Engineer - Campania
Location(s)Milan
Purpose
The Customer Service Engineer installs, maintains, verifies performance and repairs scientific equipment at customer sites ensuring best-in-class service within established time frame and assigned territory.
Best-in-class service is reflected by KPIs such as First Time Fix, Response Time, Down Time and Past Due PM.
The Customer Service Engineer will impact sales of PerkinElmer by maintaining a high standard, professional image and by demonstrating the added value of customer support, always acting as an ambassador for the Company.
The Customer Service Engineer will impact positively on the overall performance of the Customer Service Department by maintaining a flexible approach to work. Planning and executing work in an effective and efficient manner, providing the highest levels of customer service support and the best possible financial performance.
Main product groups that will be supported are Chromatography systems (LC, GC, LC-MS). Full product training will be given.
This role is a development role so as well as engineers experienced in customer facing roles, we would welcome applications from scientists with experience of using relevant instrumentation.
Candidates must be based in Naples or surrounding areas to cover customers based in Southern Italy.
Responsibilities:
Performs field service as advised by the call dispatch staff/system in conjunction with the Team Leader, carrying our repairs, maintenance and installation of instrumentation and their accessories.
Provide onsite user training on defined product groups.
Organizing routine maintenance allocated on a monthly basis.
Ensures that all documentation, circuit diagrams, Service Data Bulletins and manuals are of the correct revision to undertake service on specific instrument types. Maintains ancillary documentation e.g. Safety Manual, Procedures Manual to the highest standard with regular reviewing of manuals provided in accordance with the Quality Management System.
Align personal working practices with the department's performance targets. Actively demonstrate compliance with all team targets.
Maintain a close working relationship with Product Specialists, Technical Support and Account Managers
Maintains personal service spares issued and inventory records to the highest standard. Ensures all anomalies are quickly and effectively reported and resolved.
Ensures that all tools and test equipment is adequate to perform service required, and that all test equipment issued is calibrated at the times specified.
Makes returns of all fully completed service documentation, Service Reports, Time Sheets, Expenses Claims, etc, on a weekly basis.
May be requested to perform specific and agreed tasks as defined through the Goal statements, already embedded in the Company Culture.
Qualifications
Diploma or Bachelor's Degree in Electronic Engineering or Chemistry discipline
Full Driving Licence
Fluent Italian, with good English.
Experience
Either:
Experienced in a Customer Service Environment
Background in Electronics preferably gained in a high technology service environment,
Or:
Chemistry graduate with practical experience of chromatography applications and techniques
Competencies
Ability to communicate in a professional manner with customers on all levels, providing service information, technical data and general help as necessary.
Ability to communicate internally by telephone and by email in English; Product training will be delivered in English.
Understanding of excellent Customer Service
PerkinElmer values the strength of a diverse workforce.

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